Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Hello, We currently utilize both Relationships and Customers since we have 10 different products on Gainsight. We have a Product CSM field on the Relationship object that provides us with the correct CSM for each Relationship. In our case the customer does not always have the same CSM across all of the products they have bought. Though, we run into an issue on the Customer Info object because we cannot have a single field for CSM, since it is not a 1:1 Customer:CSM. I thought I could solve this by creating a separate CSM field for every product on the Customer info object, but now it is becoming a mess using one consistent filter in Dashboards for CSM or CSM Managers. Curious if anyone has any good ways they have solved for this when managing so many products in Gainsight with multiple CSMs.
I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)
Looking for some best practice insights. So we are still ramping up with Gainsight and we've come across a few self inflicted data integrity issues with respects to our Customer Info object data. The issue stems from changes in processes upstream in the way we were managing opportunities in SFDC. We've sorted out the process now so going forward things are good. Here's my question. I want to clean up the few data integrity issues we have by updating the opportunity records with active subscriptions associated with them. I'm looking for a rule that would enable me to make updates to the opportunity record and then subsequently update the customer info object using a daily rule. Essentially this is a rule that enable me to maintain the opportunity record and then maintain the data in the Customer Info Object. Thoughts? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170117-87482-m6t2dq-2017-01-16_21-01-17_inline.jpg[/img]
We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS. Currently, most of this is done via email as all our teams aren't in GS or SF for that matter. I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group. Anyone done anything similar or taken another approach?
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We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 where CSM's can add the responses
We are exploring the use of Success Plans for onboarding new customers. I have begun to build the plan templates and the objectives inside those templates. I thought I could add/tie a CTA to an objective in a Success Plan, but cannot figure out how to do it. The objective just shows "Tasks (0)". Any guidance on this? I will admit we are not currently using CTAs or Tasks anywhere else (yet) so this may be a simple question.
Hello everyone,If you are in the early stages of DCS, i’d suggest first checking out our community friend @Jbarker ‘s suggestions on getting a strong head start in DCS On that note, Jordan’s taken it a level up to share some best practices to ensure there aren’t too many customer touch points between digital and other teams. Key points to remember:Relationship focus: In DCS, focus on building a relationship between your customer and the company - NOT a relationship with a person and that particular customer. Consistency every where: Work with other teams in your company to achieve a consistent brand & voice. Use your advantage wisely: Being in the CS team lets you have a good understanding of the customer experience. Use this position to your advantage to influence & encourage a cross-functional approach to customer engagement. Are there any additional best practices you would suggest to ensure consistency across customer touchpoints? Hoping to learn from you all!
What is Customer Success in brief?Ans :- CS = CO + CX (Customer Success equals Customer Outcomes plus Customer Experiences)“Customer Success encompasses two core ingredients - getting your customers to the outcome they’re looking for with a great experience.”--Bhaskara Reddy S
At Gainsight, we’ve built processes that have helped us meet our Customer Success goals. Later on, we realized that the same fundamental processes would allow us to achieve our Teammate Success goals. The analogy between Customer Success and Teammate Success best practices is wonderfully perfect. Each of our 5 areas of best practices for Customer Success has a parallel in Teammate Success: [img]https://lh5.googleusercontent.com/-vO0cAxOizl1TlPLJQ6GVKbmAtZbX9T7Y7t1lT0KjgncGNhzEd_umQdjvngo4l7jv9Rck8J6NChDq-RR-zppmEuodw5vpyjMHQG6qyYN0WbLPG2pZN2mkD0ZhGUtDQQbjCHZ4ISw[/img]To learn more about how we leverage this framework, check out my new blog post on [url=http://www.gainsight.com/2017/02/21/why-team-members-are-clients-too/]Why your team members are your clients, too[/url]. [b]Do you apply the same principles of Customer Success to Teammate Success? I’d love to hear from you![/b]
A few weeks back, GS put on a webinar called “Day in the Life of a CSM: Driving Efficiency and ROI with Gainsight”. I wasn’t able to attend live, but I hoped it would be recorded so I could watch it later, but I’m not able to find a recording. I was really looking forward to this webinar and would love to watch if it is available somewhere.Thanks!
We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: [list] [*]Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? [*]Are there other ways that you watch out for your sponsors leaving your customers?[/list]thx, folks!
I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben
Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day!
In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu
We currently have all subscriptions in the Product and Charges field. "All" is the issue as in it shows all products from all subscriptions whether active or inactive. Example below. subscriptions outside of the current active one confuse the data when trying to pull reports. Any help/ideas would be great![img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160805-58436-180p74c-Screen_Shot_2016-08-05_at_8-19-41_AM_inline.png[/img]
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